Acer India Pvt Ltd (Support Program)

Customer Name – Manipal Group

Version: 1.0

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CONTENTS

1. INTRODUCTION of AIL

2. Service Model 2.1 ASP ( Authorised Service Povider ) 2.2 PSP(Premier Service Provider) 2.3 ACSC ( Acer Customer Service Centre) 2.4 ACSP ( Acer Customer Service Provider) 2.5 MRV ( Monitor Repair Vendor)

3. Call Centre Operation

4. Skill Enhancement

5. Customer Satisfaction Initiatives 5.1 Major Account Management 5.2 Service Camp 5.3 Customer Satisfaction Survey 5.4 Online Status of Calls Logged 5.5 Customer Call Back 5.6 Online 24X6 chat support 5.7 Extended hour Support

6. Acer Easy Care Portal for Major Customers

7. Help Desk Management

8. Escalation Matrix

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1.

INTRODUCTION OF AIL

Acer, the world’s fastest computer brand, is among the top three PC brands globally. With market leadership in over 25 countries across the planet, Acer notebooks are branded No. 1 in the Europe and ASEAN regions. Our global mission has always to make computer technology easy to use and more accessible to all. We have evolved an entire system around this, one that is customer centric and comprehensively networked. In India, 400000 satisfied Indian customers enjoy the Acer advantage. Each of them will attest, no one designs easy, dependable, empowering solutions like Acer does. Technology is not powerful unless it is accessible to people- that is why Acer desktops in a variety of configurations are ready to use ‘ straight out of the box’. Acer servers are specifically designed to deal with local conditions. The Altos range, for instance, offers a cost of ownership that is unmatched in its class. Similarly, Acer Travel Mate and Aspire notebooks series features some of the most intelligent, innovative power management systems available to a business traveler. Head quartered in Bangalore, with branch offices in New Delhi, Mumbai, Bangalore, Chennai, Kolkata, Hyderabad, Ahmedabad, Pune, Nagpur, Cochin, Guwahati and Chandigarh, the Acer India team is 200 person strong. With the sate-of-the-art reconfiguration center for fast and flexible solutions, a network of customer service centers in more than 425 Indian cities, an unmatched guarantee, Acer is set to take the latest computer technology into every Indian home.

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AIL is also the proud recipient of the Prestigious ‘ Most Customer Responsive Award in IT Hardware Category’ conferred by Avaya Global in 2008. Ernst & Young Award co-partnered with the Times Group of Media conducted the Survey among 65000 customers.

2.

SERVICE MODEL

India is a country with 28 states, 7 union territories, 3.29 million SQ KM of land, 602 districts, 7330 cities, 550000 villages & 22 recognized languages. We are selling in 400 locations, which covers coastal area, deserts, mountain and Islands. Our support partners are present in 200 locations and providing support to all 600 locations. Remote locations are 66.6% and the average travel time is 8 hours by road, rail and boat. Cost of support is very high since engineer deployment and spares logistics are very difficult in this diverse geography. In order to provide complete service coverage in the above geographical locations at the optimum expenditure, AIL follows an indirect mode of support, which means that service providers impart the regular service delivery. AIL has

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-5developed a network of competent support partners across the country driven by a pool of AIL trained and certified engineers. The well defined and managed escalation systems enables AIL to effectively deliver after sales and installation support to its values customers. AIL has categorized its support partners into various types based on product and customer segment. This categorization also enables AIL to develop and manage these support partners with respect to the support objectives, technical skills and spare logistics. The following table illustrates the various types of service providers. Service Providers

Products

Authorized Service Provider Desktop PC, Servers, (ASP) Peripherals Premier Service Provider (PSP) Desktop PC, Servers, Peripherals Acer Customer Service Center Notebooks, Projectors (ACSC) Acer Customer Service Partner Notebooks, Projectors (ACSP) Monitor Repair Vendor (MRV) Monitors

2.1

Customer Segment

Service Type

Commercial

Onsite

Number of Partners 437

Commercial

Onsite

28

Commercial & Consumer Commercial

Carry in

119

Onsite

91

Onsite

4

Commercial & Consumer

Authorised Service Provider (ASP)

The Authorised Service Providers are the backbone of the AIL support network. ASPs have the most extensive geographical presence and contribute to the most elaborate pool of Acer Certified Engineers. The challenging task of providing onsite support beyond office hours across the diverse geographical terrain, adverse climatic conditions and various ethnical groups makes ASPs the most flagship group of Service Provider in AIL. Highlights of ASPs are as follows: • • • • •

Onsite support for DTs, Servers & Peripherals. 437 ASPs are present in more than 458 locations and provide support in 1000+ locations. Collectively more than 5000 engineers are present out of which 700+ are Acer trained engineers. Sufficient spare stocks are maintained in order to provide TAT of call closures. Call monitoring and updation is managed in the Smart Desk CRM connected to the Acer Call Center.

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Premier Service Provider( PSP)

PSPs are the select group of ASPs who carry out the most critical services and installation of Acer DT, Servers and Peripherals. Most of the PSP are established in the Indian market for considerable time period and are stable. Highlights of PSPs are as follows: • • • • •

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PSPs have regional or national presence in the form of offices and resident engineers. Technical skills and multiproduct support capabilities are very high Well defined organizational hierarchy and management system PSPs carry out all major installations for Acer direct project orders in India. At present there are 28 PSPs in AIL.

Acer Customer Service Center (ACSC)

ACSCs are the important to AIL since Notebook business is the core of AIL revenue and profitability. The efficiency of ACSC operation has enabled AIL to sustain year on year high growth of notebook sales. Highlights of ACSCs are as follows: • • • • • 2.4

Only Acer Certified Engineers manage each ACSC. All Notebooks are projectors are serviced RTB at the ACSCs Buffer spare stocks are kept at all ACSCs to provide better call closure TAT All ACSCs are linked to the call center through CIRIMS CRM 119 ACSCs are present in 107 locations. This is the most extensive network as compared to other competitors. Acer Customer Service Provider ( ACSP)

ACSPs provide onsite support for commercial notebooks and projectors. Some of the ACSP are chosen from our existing PSPs inorder to complement geographical reach and reduce service cost. Highlights of ACSP are as follows: • •

91 ACSPs are providing onsite support of commercial notebooks and projectors in 80 city locations. Each ACSP engineer is trained and certified by AIL.

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Acer ID cards are provided to each ACSP engineer for identification at the customer site.

2.5

Monitor Repair Vendor (MRV)

MRVs are the exclusive service partners who provide onsite support for standalone TFT and CRT monitors. Also, MRV provide onsite support for PC & Server bundled monitors. 4 MRVs are providing support at 52 locations across India. Highlights of MRVs are as follows: • • • 3.

MRV are highly specialized in Monitor repair and carry out most of the repair activities at the customer site. 4 MRVs are present across the country . MRV centers are linked to the call center through the Smartdesk CRM. Call Center Operation

AIL has setup 2 nos. of state-of-the-art call centers at New Delhi. Partners with proven track record in this industry manage these call centers. The call centers are provided with the database of all shipped Acer products on a regular interval. Additional, the call centers are managed by Acer Customer Support Manages on the day to day basis. For the ease of operations, each call center handles different products with different customer segments as elaborated below: Technical & Warranty Support for Acer Products through Call Centre: All the below toll free numbers are applicable/valid only for customers calling-in from India. All customers calling-in from India need to call these numbers directly with out prefixing "0". All callers who are calling - in from other countries outside India, please note that if this number lands on any other entity other than Acer Call Centers in India, it will be beyond the scope of Acer India Pvt Ltd. And Acer India Pvt Ltd will not be responsible for such calls. Please note that these numbers are allocated by Authorized Telco Service Provider of India. Products Category

Laptop , Consumer PC & Projector

Call Center Contact Number

•

1-800-11-6677 (Toll free from BSNL/MTNL landlines).

•

1-800-3000-2237 (1-800-3000-ACER, Toll free from Reliance Mobile/Landline. Local call charges applicable for other telecom networks).

•

011-26383170/75 (Standard call charges apply).

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Hours of operation

Monday to Saturday 9 AM to 9PM (Excluding public holidays)

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Standalone Monitor Commercial PC & Server

4.

•

9901676677 ( SMS service - Send SMS with system serial no & query for call center to revert back)

•

1-800-11-4100 (Toll free from BSNL/MTNL landlines).

•

1-800-3000-1919 (Toll free from Reliance Mobile/Landline. Local call charges applicable for other telecom networks).

•

011-26734300 ( MTNL/BSNL) and 01130658200 (Reliance).

Monday to Saturday 9 AM to 9PM (Excluding public holidays)

SKILL ENHANCEMENT

Training and Development AIL conducts technical training for all Support Partners on regular basis. The training calendar is framed by AIL HO tech team at the beginning of each quarter and it is mandatory program for all partners. All participants have to successfully clear the certification program which is graded on written test or an Online test on the Net. Successful candidates qualify as Acer Certified Engineer and a certificate is also given. The validity of the certificate is for 1yr only. All ASP’s are encouraged to have sufficient pool of Acer Certified Engineers (ACE) at all times. During the start up 2 numbers of ACEs are required to be available with the ASP. For every 400 systems thereafter, one ACE is required to be available with the ASP. • • • • • • • • • • • • • •

Course Content of Acer training: Acer product knowledge Part number structure and bill of material Acer Partner Network (CRM for Spares, Part numbers and Technical Escalation) Hands on installation and configuration of Acer products Hands on trouble shooting Solutions of known issues Soft Skills Basics of customer handling Customer expectations Managing constraints Handling difficult customers Social norms/ ethics Customer communications

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5.

CUSTOMER SATISFACTION INITIATIVES

5.1 Major Account Management AIL has a list of major customers in each region. Customer Support Managers along with the Acer Support Partner Head visit these major customer and review the support and other pending issues on a regular basis. Also, the utilization of buffer spares stocked within the premises of these major customers are reviewed during these visits. Regular mailers are sent to AIL major customers from time to time so that feedback and satisfaction levels are measured. 5.2 Service Camp Service camp are an integral part of the AIL customer and partner program. During these service camps, free health check up of Acer products are undertaken at either customer site, support partner site or the Acer reseller partner site. All the service camps are conducted strictly on the existing Service Camp SOP of AIL. 5.3 Customer Satisfaction Survey AIL conducts periodic customer satisfaction survey through established agents and share the feedback with the internal AIL team and support partners. These feedback also helps AIL to understand the gaps in our ASP programs and take corrective actions. AIL was awarded the ‘ Most Customer Responsive Company’ in the IT Hardware category for 2007-2008. The award was a result of comprehensive survey among 65000 customers comprising top CEOs, CIOs in the Indian market by Ernst & Young and Times of India Group. 5.4 On-line status of warranty Calls As a part of ‘Achieving Customer Satisfaction Through Online Case ID Status update’ the following initiatives are successfully implemented: 1. Personalized status reports are available for each customer after call closure for respective case ID in the CRM. 2. After the valid Case ID is generated and the case is successfully addressed customer can login to http://apn.acer.co.in and select on “ Customer Call Status Information” to view the case ID status online. 3. Customer has an advantage to view the status based on Case ID or product serial number information. 4. The Value of Case ID determines the status of the warranty call online.

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- 10 5. A senior officer from Acer India, preferably the Customer Support Manager of the nearest Acer India branch office personally monitors this process. 5.5 Achieving Customer Satisfaction through Continuous Call Back from Acer

As a part of ‘Achieving Customer Satisfaction Through Continuous Call Back from Acer’ the following initiatives are successfully implemented: 1. Personalized status reports are available for each customer after call closure for call back survey in CRM. 2. After 3 days of call closure, the customer is contacted for a feedback and satisfaction survey on end to end service experience including Call Center and Service Center/Service Engineer from Acer call centre based on the preloaded data in CRM. 3. The customer feedback and satisfaction survey reports are analyzed and circulated to all the field customer support team. 4. A senior officer from Acer India, preferably the Customer Support Manager of the nearest Acer India branch office personally contacts these customers who all are found to be dissatisfied. All necessary corrective actions are taken to reduce the post service dissonance and bring back the customer satisfaction with loyalty. 5. Any customer always wants to hear from company. In this process of direct call back from Acer adds a “ moment of truth “ for the customer where the ownership lies with Acer directly. 6. Also Acer branches collect the customer feedback form from respective service provider. Acer branch office gets involved in validating those suggestion and feedback. 7. Acer incidence payout to service providers are also linked to collection of feedback forms from their respective territory. 5.6 Chat Support Through Acer Call Centre

In India Acer operates through different call centres based on specific product line. To reach the customer online at any point of business time and beyond service hours for basic technical assistance and trouble shooting , Acer India has introduced live chat support. The process is linked online for products like notebook, home PC & projector along with commercial PC , servers and monitors. This service is available from Monday 9AM till Saturday 9PM. With a click of a button the link browses through a simple login process and a designated agent pings the customer online for assistance. There is easy option to save, print and email the transcript.

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- 11 There is also an online survey to rate support. 5.7 Extended Hour Support through Acer Call Centre In addition to standard service window from 9AM till 6PM, Acer India extended the working hours till 9PM for all products across India. This extended 3 hours added value to those customers who were not able to reach Acer beyond 6PM and had to wait till next day morning. With this practice the telephonic closure increased between 6PM to 9PM giving the customer an opportunity to be in touch with Acer for extra working hours on daily basis. As a matter of fact the calls which were not resolved over telephone got addressed during the next business hours at the earliest with a valid Case ID. Achieving Customer Satisfaction through Online Acer Product Warranty Validation. As a part of ‘Achieving Customer Satisfaction through Online Acer Product Warranty Validation’ the following initiatives are successfully implemented: 1. In this scenario the online Acer Product Warranty Validation process gives a fresh breath of convenience to Acer customers. Once the warranty registration is completed each Acer customer can visit the URL# http://apn.acer.co.in and click on Acer Product Warranty Validation. Customer can enter the product serial numbers or Easy Care Warranty Extension serial number to view the information from registered database online. 2. Online status report is available for each customer after registration and the information is very important for the customer to know the product model , owner , contact information , warranty expiry date and type of warranty. Please Visit : http://apn.acer.co.in

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6.

Acer Easy Care Portal for Major Customers :

Acer Easy Care Portal is a customer centric CRM portal which facilitates the customer to conveniently access the basic and advanced information like Warranty and Out of Warranty Database, Call History and Status, Driver Upgrade Links, Spare Upgrades, Warranty Extension & AMC queries, Acer Events and History, etc, under a single portal. Currently the portal is designed for Major customers and eventually would be extended to other customers as well. Login URL: http://apn.acer.co.in/easycare. Each customer has a unique login ID and Password. Highlights • After logging in the following home page will appear. The ‘My Profile’ link will provide a customized introduction and information about the customer. The customer can directly go the ‘Product Registration’ option and submit registration request directly to Acer without going through any of the resellers or service providers. Other options are described further below in the next points. • Installation Details: • At the back end Acer creates specific major customer codes and links the serial numbers against the specific code during the time of registration by WMS coordinator. Customer is able to view all registered machine base state/city wise and model wise. • Customer is also able generate serial numbers based on their scheduled warranty expiry dates in advance. This helps the customer to plan the support in advance. • All warranty terms are listed down for the customer’s reference. By default the general terms and conditions are listed. However, in case of special SLAs and specific commitments, the list is customized accordingly. • This is the short cut option for checking the warranty status based on serial number. • Customer can view all available Acer Service Centers located city-wise. • • •

Instead of searching for Acer service centers city-wise, customer can also search service center type wise or statues by clicking on the available menu or map. This option highlights all the available call center information. Customer would be also able to find the status of the calls based on the call center call ID. The call history can also be view based in the product serial numbers. Customer can choose the available AMC & Warranty Extension types and submit specific query to Acer. After each query, auto mail trigger will be sent to respective Acer Customer Support Manager and HO Support BDM who will reply and follow up with the customer.

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Similar to AMC/STEPs process, customer can choose the available upgrade kits (RAM, Optical Drive, Battery, Adapter, Mouse, etc,) and submit specific query to Acer. Customer can choose more than one part number and submit the enquiry. After each query, auto mail trigger will be sent to respective Acer Customer Support Manager and HO Support BDM who will reply and follow up with the customer. FAQ provides a handy reference on product usage and maintenance. This is extremely important for each user. Acer would be broadcasting special events like free service camps, upgrade schemes, etc through the portal. The history of such events along with the benefits availed by the customer would be readily available on a single web page. This can provide as a ready-made reckoner for future support and sales meetings. New driver and BIOS upgrade download links will be also provided to the customer based on the specific product models used.

7. Help Desk Management ( Managed IT Services ) :

List of Services Offered: The list of services available with Acer is highlighted below. 7.1. Service Desk Manned Helpdesk will be placed at Manipal site. All other locations outside Manipal Campus will access Acer toll free services for call login. ( Ref : Non RE escalation Matrix)

7.2 Configuration Management Services Management and configuration of all OS supplied by Acer India will be a part of warranty scope. 7.3 Change Management Change Management would typically comprise the raising and recording of changes, assessing the impact, cost, benefit and risk of proposed changes, developing business justification and obtaining approval, managing and cocoordinating change implementation, monitoring and reporting on implementation, reviewing and closing request for change. 7.4 Release Management Release Management of all hardware and software configurations within the organization to ensure quality control, optimization to meet demand of business process .It includes managing a library of software/drivers , its installation and

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- 14 support of software applications supplied by Acer along with the product. 7.5 Warranty Call Management Acer help desk team will monitor and mange the warranty call. Each call will have a ticket ID and will be closed in CRM. Monthly report will be generated and shared with IT team. 7.6 Highlights (Help Desk RE Location): Help Desk Team

: 2 Acer Certified Engineers with necessary tool kit & CRM access.

Working Hours

: 9AM to 6PM ( except Manipal calendar holidays as applicable)

Help Desk Room No

: Manipal to allocate at Help Desk Site with necessary infrastructure.

Location

: Manipal University Campus.

Engineer ID Card

: As per Manipal guideline

Buffer Spare

: Help Desk team will maintain buffer spare at site. Acer will maintain the average turn around time of spares to be less than two working days as per AFR analysis.

Notebook Distribution

: At Manipal Campus Distribution of Notebooks to students to be taken by Acer India (P) Ltd in coordination with Manipal Team. The student lists, dates for distribution and other logistical help in terms of student ID proof will be provided by Manipal Team at various campuses.

Image Deployment

: Manipal Group will provide Acer with a master copy of their Image (OS and other application (if any) to be loaded on the notebook. The image preloading can

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- 15 happen for consignment sizes above 1000 units. For the rest of the quantities ( < 50 Nos), image loading will happen at site wide Acer Engineer. There will be no additional costing to Manipal on account of image loading. Response

:

SBD for RE location and NBD for non RE location.

Metro non RE location will be AM/PM format.

Standby Notebook

:

In the event of total hardware failure, Acer will

provide a stand by notebook (full unit) if the hardware spare replacement is not closed in two working days.

Accidental Damages

: Acer will provide accidental damage in terms of spare or complete units during the warranty period. This will be covered only for physical damages caused by accident. It will not cover any damage caused due to acts of nature like flood, fire, earth quake, cyclone etc. Theft is excluded from accidental coverage.It also does not cover any known misuse of the notebooks in the hand of the users. The respective incidences will be authorized by Manipal concern authority before the replacement process. These calls will not be considered under resolution SLA.

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Manipal Group – Laptop Details Acer Model / Specs Acer Travelmate 4740

Specifications Processor

Intel® Core™ i3-350M , supporting Intel® 64 architecture, Intel® Smart Cache

L2 Cache

3 MB L2 Cache

System FSB Memory

1066 MHZ

Hard drive

250GB SATA - 5400 RPM

Optical drive Motherboard / Graphics Operating System

DVD RW Drive Mobile Intel® HM55 Express Chipset Win 7 Home Basic / Win 7 Pro

1 X 2GB DDR3 - Two SO DIMMs Dual channel

14" HD 1366 x 768 pixel resolution, high-brightness LED-backlit TFT LCD, Mercury free, Enviornment Friendly Gigabit Ethernet, Wake-on-LAN ready Acer InviLink™ Nplify™ 802.11b/g/n Wi-Fi CERTIFIED, Integrated Bluetooth 2.1+EDR Multi-in-1 card reader (SD™, MMC, MS, MS PRO, xD)

Display Connectivity – Wired Connectivity – Wireless Card Reader Web Camera Keyboard Pointing Device Audio

Acer Crystal Eye high-def webcam, 1280 x 1024 resolution YES YES YES 3 USB 2.0 ports/VGA/HDMI/Headphone/speaker/line-out jack/Microphonein jack/Ethernet (RJ-45) port

Ports Battery / Power Adapter Carry bag Weight

6 Cell Lithium ion / Indian type charger connector YES 2.2 kg (4.85 lbs.)9 with 6-cell battery pack

Warranty

3 years comprehensive onsite Rs 1500 + taxes per year ( To be converted before warranty expiry ) Additional 4th & 5th year warranty

Additional 6 cell lithium Ion Battery Aditional Notebook Adaptor Additional Power Cord

Rs 3000+ taxes

14.1 inch TFT Notebook Keyboard

Rs 9000 + taxes

PO to be released on:

Acer India (P) Ltd

Tentative Delivery and Distribution Schedule :

4 weeks from the PO

Distribution/MU Image Loading to be handled by the vendor

YES

Warranty Terms:

As per the product structure

Rs 750 + taxes Rs 150 + taxes

Rs 1300 + Taxes

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Accidental Damage Cover / Insurance: Remarks

Included as per the terms on case to case basis. Acer Spares will be available as buffer & replaced through help desk / ACSC.

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8. Escalation Matrix (Non Help Desk - RE Location): Although the support structure is based on the Partner Program, AIL maintains a strict Escalation Matrix which is followed during any customer complaint. Escalations are considered on top most priority in Acer India and the same is resolved with utmost speed. Any escalation, which cannot be resolved at partner level is escalated to Acer Regional/Branch office. The complaint is further escalated to HO if not resolved at the regional office level. A daily report of escalation is prepared and circulated to all concerned AIL staff including MD, all department heads and Chief Customer Support Officer of Acer India.

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Acer India - Confidential